Crisis Management & Handling Difficult Clients

Every agency faces challenges—difficult clients, scope creep, negative feedback, and even social media crises. Knowing how to manage these situations professionally will set you apart from competitors and protect your agency's reputation.

Key Points:

• Difficult clients often stem from misaligned expectations — setting clear boundaries early prevents issues;
• Negative feedback should be handled calmly, with proactive solutions rather than defensive reactions;
• Scope creep happens when clients expect more than what was agreed upon—learn to say no or charge for extra work;
• Crisis situations (backlash, account hacks, PR issues) require quick, strategic responses to minimize damage;
• Knowing when to fire a client is crucial—some clients cost more in stress than they bring in revenue.